Using 5 Whys Root Cause Analysis on Customer Feedback [On-Demand Webinar]

Using 5 Whys Root Cause Analysis on Customer Feedback [On-Demand Webinar]

Picture of Adam Ramshaw
Adam Ramshaw
Adam Ramshaw has been helping companies to improve their Net Promoter® and Customer Feedback systems for more than 15 years. He is on a mission to stamp out ineffective processes and bad surveys.

 5 Whys is one of the most commonly used quality system tools. It is a simple and methodical way to identify the root cause of an issue.

When applied to Customer Feedback you can convert “interesting feedback” in to root causes and actions plans to drive improvement in your customer experience.

In this 30 minute webinar, we’ll teach you how to use this high value Customer Feedback tool:

  • Defining The 5 Whys Approach – What exactly is The 5 Whys Approach?
  • Customer Feedback Application – How to apply The 5 Whys Approach for Customer Feedback with practical examples.
  • Is it really for me? – When should you use The 5 Whys Approach?


Thank you for attending today’s webinar on using the five wise root cause analysis in your customer feedback process. Here are a few key points to remember:

  1. The five whys process is a simple and effective approach to uncovering the underlying causes of an issue.
  2. It is important to clearly define the problem statement before starting the analysis.
  3. Ask “why” multiple times to dig deeper and get to the root cause of the problem.
  4. Look for process-related causes, as these are often the underlying issues.
  5. Use the five whysprocess in your customer feedback process to identify and address root causes.
  6. Assign someone to take action and report back on the findings to drive continuous improvement.
  7. By using this approach, you can improve customer experiences, reduce costs, and increase profitability.

We have also provided some additional resources, including a blog post on root cause analysis, an Excel template, and information about our services.

Thank you for your participation, and we look forward to seeing you at future webinars.